Customer Service Manager, Airport Customer Experience

Why You'll Love This Job

This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division. Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.

What You'll Do

• Drives operational excellence
• Creates an environment that cares for our frontline team members and celebrates the team successes
• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
• Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
• Promotes an environment of mutual respect and trust between frontline team members
• Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
• Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Affairs with operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days-off

Minimum Qualifications

• Education & Prior Job Experience: High School diploma or GED equivalency
• Preferred Qualifications: Previous airport customer service experience, 2 years experience leading others, Knowledge of company policies and procedures and functional automation applications

Skills, Licenses & Certifications

• Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Strong decision making skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational conditions
• Ability to prioritize and execute with a sense of urgency and preciseness
• Ability to use sound business judgment to resolve issues with internal and external customers
• Knowledge of company policies and procedures and functional automation applications

What You'll Get

• Feel free to take advantage of all that American Airlines has to offer: Travel Perks, Health Benefits, Wellness Programs, 401(k) Program, Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
• Feel free to be yourself at American

Additional Benefits

• Team Member Business Resource Groups
• Inclusive work environment